Client Concerns and Conflict Resolution

Should you have a concern with one of our Interpreters, we have established a structured process to ensures that your concern is handled fairly, consistently and professionally.

Step 1: Formal Complaint

Deaf or hearing clients may file a complaint with the Manger of Interpreting Services at any time in the medium that best suits their communication needs (TTY, TEXT, Email, Phone, etc.). Your privacy will be protected and you will never be penalized for bringing your concern forward.

Step 2: Investigation

The Manager of Interpreting Services will investigate this complaint by collecting all information relevant to the complaint and will contact all involved parties to verify information from all perspectives. Wherever possible every effort will be made to ensure the confidentiality of all parties; however in many cases this may not be possible. All affected parties are expected to maintain confidentiality.

If the infraction is deemed sufficient, the Manager of Interpreting Services may place the person who is under investigation on suspension, pending the outcome of the investigation.

Step 3: Resolution

The intent is to ensure that all parties feel heard and respected and that the outcome fits the gravity of the situation. As a general guideline, 99% of complaints can generally be resolved through discussion and coaching.

Once the investigation is complete, the Manager of Interpreting Services will meet with the person against whom the complaint has been lodged to review the facts of the case found in the investigation and complete the resolution process within the Dispute Resolution Continuum:

Complaint Dismissal – in this case there is insufficient evidence, or the evidence that exists is suspect or contradictory. The discussions will be related to contributing factors of the complaint and strategies to avoid future complaints.

Coaching – in this case there is sufficient evidence to suggest that a breach may have occurred, discussion and feedback on the issue will occur to prevent future occurrences

Short Term Probation – in this case there is sufficient evidence to suggest that a breach may have occurred, and the feeling is that discussion and feedback on the issue can prevent future occurrences. It is believed that formal monitoring is required to manage the concern. Concrete timelines and behavioural outcomes will be established and agreed upon.

Temporary Roster Removal (Suspension from the Roster) – in this case there is sufficient evidence to suggest that a breach has occurred, and it is believed that a cooling off period is required to underline the significance of the infraction. The return to the roster will be contingent on formal monitoring (probation). Concrete timelines and behavioural outcomes will be established and agreed upon.

Removal from Roster – in this case there is sufficient evidence to suggest that a breach has occurred, and the feeling is that the issue warrants a permanent removal from the the roster to prevent future occurrences.

Final Communication – Once the Interpreter has been advised of the outcome of the complaint resolution, the person that brought the complaint forward will be advised of the outcome of the complaint. Regardless of the outcome of the review, the complainant may also elect to file a grievance with Association of Visual Language Interpreters of Canada (AVLIC).

In the event that the concern is not satisfactorily addressed, the concern should be brought to the attention of the Chief Executive Officer.